Return & Refund Policy

1. Return Policy

Our hardware and equipment return policy varies by product category:

• Small Tools & Accessories:

  Returns accepted within 7 days of delivery if unused and in original packaging. Damaged or defective items may be returned immediately for a replacement or refund.

• Large Equipment & Machinery:

  Returns must be initiated within 24 hours of delivery. Items must be in original condition with all packaging intact. Returns accepted only for incorrect items, damaged goods, or items not matching the order description. Used or customer-damaged items are ineligible for return.

• Bulk Orders:

  Returns for bulk orders require prior approval. Only incorrect or defective items may be returned; all items must remain unused and in original packaging.

2. Refund Policy

• Small Tools & Accessories:

  Refunds issued for incorrect, defective, or missing items upon verification. No refunds for customer misuse or post-delivery damages.

• Large Equipment & Machinery:

  Refunds issued only for verified defective or incorrect items. Claims require photographic evidence submitted within 24 hours. No refunds for used or modified equipment.

• Bulk Orders:

  Refunds apply only to verified defective or incorrect items. All other returns subject to case-by-case review.

3. Refund Processing Time

• Mobile Money/Card Payments: 7–14 business days
• Bank Transfers: 7–14 business days

Processing times begin once your return is approved and may vary by financial institution.

4. Non-Refundable Items

• Used or customer-damaged hardware
• Custom orders or modified equipment
• Delivery, service, and processing fees
• Gift cards or promotional items

5. How to Request a Refund

To initiate a refund, contact our support team with the following details:

• Order number
• Reason for return or refund
• Photographic evidence (if applicable)
• Preferred contact method

6. Contact Us

• Email: support@juakalihardwaresupplies.co.ke
• Phone: +254 745 442 825
• Address: Ladhies Road, Kamukunji, Nairobi, Kenya